Articles That Help You Deliver Better Customer Experiences
Fueled By Empowered And Valued Employees
Does Love Belong In The Workplace?
Does love belong in the workplace? Not romance. I mean genuine, professional love. Strategic love. The kind that creates positive emotional connection at every interaction. Many leaders say no. I say yes. Here’s why and how to boost revenue and brand reputation the right way.
Seth Godin on AI, CX, and the Future of Customer Service
Stacy Sherman and Seth Godin challenge conventional wisdom about customer experience including why investing in your current customers could be more beneficial than chasing new ones And, how to harness the synergy between humans and AI in a technology-driven world. Packed with actionable insights, the conversation will inspire you to think differently and reassess the status quo.
Still Measuring Customer Satisfaction? That Might Be the Problem
Why are brands still measuring customer satisfaction? It once made sense—but does it now? Explore what this metric is missing & why it matters.
Why CX Is A Smart Investment: New Research Proves Its ROI Value
Access transformational research and discover how to leverage it to boost ROI and gain executive buy-in for your customer experience (CX) strategy.
Customer Service: An Investment in Loyalty – Insights from Stacy Sherman & Seth Godin
Is “Customer Service Free”? What does this mean and how can it transform your brand? Read Stacy Sherman and Seth Godin’s conversation.
Customer Experience Role Making An Impact? These 3 Signs Say Yes
Read Stacy Sherman’s article to uncover 3 signs your customer experience role enriches lives, exceeds expectations & drives performance.
Cultivating Confident Customer Service Teams with AI Simulation
Learn proven strategies to boost your workforce confidence and customer success by leveraging the power of AI simulation. Read Stacy Sherman’s new article now.
Breaking the Cycle of Burnout and Disengagement: How to Reconnect and Thrive
Do you know the difference between burnout & disengagement? Learn how to identify, reconnect, and thrive for success in work and life.
Avoiding Customer Disruptions: Lessons Learned From Southwest Airlines’ Cancellations
The mass cancellations at Southwest Airlines provide valuable business lessons. Learn and apply best practices that are in your control to mitigate disruptions impacting customer loyalty and trust.
How To Build and Maintain A Successful Online Community That Enhances Customer Experiences
There’re many benefits to hosting an online community. Learn & apply Stacy Sherman’s proven tactics to improve business results & enhance customer experiences.
Microsoft Outage Lessons for Every Business That Relies on It
Microsoft Outlook was unavailable for more than 12 hours, with problems reported in over 70 countries. Companies relying on it didn’t cause the failure, yet customers will remember how each business handled the wait. Find out why some keep buyers, revenue and reputation after an outage while others lose all three.
How HR Actually Impacts Your Customer Experience
Employee engagement has hit an all-time low, and replacing one worker can cost about a third of that person’s salary. Carrie Chandler, a 25-year HR executive, joins Stacy Sherman to reveal the hiring question most companies skip and why it predicts how your frontline will treat customers when something goes wrong. They also share the three words that change how managers respond to mistakes, plus what every back-office team, from HR to IT to billing, can do this week instead of calling a customer’s complaint “not my problem.”
How to Use New Research to Drive Massive Business Growth
Customer experience loyalty scores have been declining for years, and only 26 percent of companies improved in 2026. Rick Parrish from Forrester joins Stacy Sherman to explain why scores fell, what the companies that improved did differently, and how to get your executives to fund the same changes.
8 Proven Ways to Celebrate CX Day & Customer Service Week All Year, and Why They Boost Retention
Many companies overlook the international Customer Experience (CX) Day and Customer Service Week, two dates dedicated to celebrating the people who create great experiences. CX strategist Stacy Sherman, who spent 25 years working across industries, shares how she grew a small initiative into an annual tradition. In this episode of Doing CX Right®, discover 8 low-cost ways to recognize employees, thank your best customers, and keep that appreciation going long after the dates pass.
Cybersecurity Warning: Phone Was Hacked In Front Of 1K People
Cybersecurity expert John Sileo, who lost his entire net worth to identity theft, reveals how he hacked Stacy Sherman’s phone in under three minutes. In this episode of Doing CX Right®, discover how to shield your company from AI deepfake threats, $25M video scams, and the single “BS Reflex” your team needs to protect customer trust.
Creating a Frictionless Organization & Better Customer Experiences
Frictionless has become a strategic necessity. What does that mean? Why care? Stacy Sherman speaks with brilliant guest Bill Price to share answers and simple steps to remove customer pain points. There is a right way!